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#1 2019-01-07 19:29:47

menamelany
Member
Registered: 2018-11-23
Posts: 13

Notifications of opening and closing tickets

Hello,

I am using GLPI 9.2.1 Copyright (C) 2015-2017 Teclib 'and contributors - Copyright (C) 2003-2015 INDEPNET Development Team
FusionInventory 9.2 + 2.1 - Copyleft © 2010-2017 by FusionInventory Team.
In windows server 2016 with wampserver 3.1.3 64bit.
Apache 2.4.33 - PHP 5.6.35
MySQL 5.7.21
MariaDB 10.2.14
PHP 5.6.35 for CLI (Command-Line Interface)


When creating a ticket:
* The new ticket notification is only received by the requesting user.
There are no error messages. The message that shows is that the message has been sent successfully. The test mail if it works, and the mail is sent.
* Notifications for all administrators are in Mailqueued or queued.
* Tracking notifications are not sent to administrators or the requesting user.
* When a ticket is given a solution and it is marked as Resolved, only one of the administrators receives a notification as if the ticket had just been created when, in fact, it has been resolved. The applicant does not receive notification.
* When I close the ticket, notifications fall to any of the administrators including the applicant.

Notification settings detail, below:

New Ticket> Active: Yes> Type: Request> Event: New Petition.
Recipients: Administrator, Observer, Applicant, Technician in charge of the request, Profile: Admin, Profile: Super-Admin.

Update Followup> Active: Yes> Type: Request> Event: Update a follow-up.
Recipients: Administrator, Observer, Applicant.

Close Ticket> Active: Yes> Type: Request> Event: Closing of request.
Recipients: Administrator, Observer, Applicant, Profile: Super-Admin.

Detail of configuration of automatic actions, below:

queuednotification> Execution frequency: 1 minute> Status: Scheduled> Execution mode: CLI> Execution period: 0-1.
close ticket> Execution frequency: 12 hr> Status: Deactivated> Execution mode: GLPI> Execution period: 0-24.

If someone has an idea of how to solve my problem, I thank you very much for your help.

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#2 2019-01-08 16:40:28

yllen
GLPI-DEV
From: Sillery (51)
Registered: 2008-01-14
Posts: 14,509

Re: Notifications of opening and closing tickets

I don't know even "New petition". For new ticket even must be "New ticket"
For close ticket, even must be "Closing od the ticket"

In debug mode (in your settings) you have a new tab in ticket that show you which notification will be sent for which even o which recipients.
Is all OK in this tab?


CentOS 6.5 - CentOS 7
PHP 5.6 - PHP 7 - MySQL 5.6  + APC + oOPcache
GLPI from 0.72 to dev version
Certifiée ITIL (ITV2F, ITILF, ITILOSA)

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#3 2019-01-18 20:13:49

menamelany
Member
Registered: 2018-11-23
Posts: 13

Re: Notifications of opening and closing tickets

It seems to be a better option to try with other versions (not neceserally newest) works better... Close topic please.



yllen wrote:

I don't know even "New petition". For new ticket even must be "New ticket"
For close ticket, even must be "Closing od the ticket"

In debug mode (in your settings) you have a new tab in ticket that show you which notification will be sent for which even o which recipients.
Is all OK in this tab?

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